• more than just a job
  

Listen, as often as is necessary,
then do exercises below –
use paper and pencil,
write down your answers

Exercise 1 – multiple choice

1. How long had Lina worked at the hotel before she became experienced?

a) Six months b) Two years c) One year

2. What could Lina do well?

a) Cook meals b) Repair rooms c) Manage bookings

3. Why was the family’s room not ready?

a) The room was dirty. b) The family arrived too early. c) A worker made a booking mistake.

4. How did the parents feel after their journey?

a) Excited b) Tired c) Relaxed

5. What did Lina do first to help the family?

a) She called the manager. b) She changed their booking. c) She listened carefully.

6. What did Lina check?

a) Available rooms b) Room prices c) The guest list

7. Who did Lina speak to before finding a room?

a) A hotel guest b) Another worker c) A family member

8. How did the family feel about the solution?

a) They were still angry. b) They wanted to leave. c) They were happy.

9. What did Lina do after helping the family?

a) She went home. b) She told her manager about the mistake. c) She took a break.

10. Why did Lina tell her manager about the mistake?

a) To prevent the same problem b) To get a better job c) To complain about the family

11. Why was the manager impressed?

a) Lina worked late. b) Lina knew many guests. c) Lina acted quickly and took responsibility.

12. What new task did Lina receive?

a) Training two new employees b) Cleaning rooms c) Managing the restaurant

13. How did Lina feel before the training?

a) Angry b) Nervous c) Bored

14. How did Lina prepare for the training?

a) She asked guests for help. b) She waited for instructions. c) She prepared carefully.

15. How did Lina explain the tasks?

a) Step by step b) Very quickly c) Only once

16. What should new employees do when unsure?

a) Leave the hotel b) Ask questions c) Stop working

17. What did Lina want the new employees to learn?

a) To finish early b) To work alone c) To learn from mistakes

18. What did Lina learn about her job?

a) She could help colleagues improve. b) Guests were not important. c) Training was not useful.

19. Why did Lina receive more tasks?

a) The hotel had fewer guests. b) Her manager trusted her more. c) She wanted shorter working hours.

20. What did Lina begin to think about seriously?

a) Opening a restaurant b) Leaving the hotel c) Hotel management

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Exercise 2 – true or false

1. Lina had worked at the hotel for two years.
2. Lina did not know how to manage bookings.
3. A booking mistake caused a problem for a family.
4. The parents were tired after their long journey.
5. Lina ignored the parents when they complained.
6. Lina checked which rooms were available.
7. Lina found a room without speaking to another worker.
8. The family was unhappy with the solution.
9. Lina told her manager about the mistake.
10. Her manager was unhappy with Lina’s actions.
11. Lina had to train two new employees.
12. Lina felt nervous before training the new workers.
13. Lina told the new employees never to ask questions.
14. Lina did not want the new employees to learn from their mistakes.
15. Lina began to think about a future in hotel management.

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Exercise 1:
1b, 2c, 3c, 4b, 5c, 6a, 7b, 8c, 9b, 10a,
11a, 12a, 13b, 14c, 15a, 16b, 17c, 18a, 19b, 20c

___________________________

Exercise 2:
1T, 2F, 3T, 4T, 5F, 6T, 7F, 8F, 9T, 10F,
11T, 12T, 13F, 14F, 15T

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After two years, Lina had become an experienced front desk worker at the hotel. She knew how to welcome guests, manage bookings, and answer questions. She had learned that good service meant more than being polite. It also meant listening to guests and helping them solve problems.

One afternoon, a family arrived after a long journey. The parents were tired, and their children wanted to rest. However, their room was not ready because a member of staff had entered their booking incorrectly.

The parents were unhappy, and Lina understood their problem. She listened carefully, said she was sorry, and checked which rooms were available. After speaking to another worker, she found a suitable room for the family. She explained the situation and told the parents what would happen next.

The family was happy with the solution. Lina had helped them quickly and politely. Afterward, she told her manager about the mistake. She wanted the team to understand the problem and prevent it from happening again.

Her manager was impressed. Lina had not waited for someone else to help. She had acted quickly and taken responsibility for the situation.

A few months later, the manager asked Lina to train two new employees. At first, she felt nervous because she had never taught other workers before.

Lina prepared carefully and explained each task step by step. She showed the new employees how to welcome guests and manage their daily work. She also told them to ask questions whenever they were unsure. She wanted them to feel comfortable and learn from their mistakes.

Lina began to understand that her job was not only about helping guests. She could also help her colleagues improve their skills.

Her manager trusted her more and gave her new tasks. Lina enjoyed helping others and started to think seriously about a future in hotel management.

____________________________

Vocabulary:

Word or phrase	Definition
to be experienced	to know how to do a job well because you have done it for a long time
to be polite	to speak and act in a kind way
to solve a problem	to find an answer to a problem
a journey	the time you spend travelling from one place to another
to rest	to sit or lie down and relax after work or travel
to enter a booking	to put information about a hotel booking into a computer
a suitable room	a room that is right for someone or something
to explain the situation	to tell someone what has happened
a solution	an answer to a problem
to prevent something from happening	to stop something before it happens
to be impressed	to think that someone or something is very good
to take responsibility for something	to accept that something is your job or your mistake
an employee	a person who works for a company or another person
step by step	one thing at a time, in the right order
a task	a piece of work that you have to do
to be unsure	to not know something or not feel certain about it
to improve one’s skills	to become better at doing something
to trust somebody	to believe that someone is good and will do what they say

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Exercise 3: match the words with their definitions

Words

1. to be experienced
2. to be polite
3. to solve a problem
4. a journey
5. to rest
6. to enter a booking
7. a suitable room
8. to explain the situation
9. a solution
10. to prevent something from happening
11. to be impressed
12. to take responsibility for something
13. an employee
14. step by step
15. a task
16. to be unsure
17. to improve one’s skills
18. to trust somebody

Definitions

A. a person who works for a company or another person
B. to stop something before it happens
C. to become better at doing something
D. to sit or lie down and relax after work or travel
E. an answer to a problem
F. to believe that someone will do what they say
G. to tell someone what has happened
H. to find an answer to a problem
I. a room that is right for someone or something
J. to know how to do a job well because you have done it for a long time
K. one thing at a time, in the right order
L. to accept that something is your job or your mistake
M. the time you spend travelling from one place to another
N. to put information about a hotel booking into a computer
O. to speak and act in a kind way
P. to think that someone or something is very good
Q. a piece of work that you have to do
R. to not know something or not feel certain about it

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Exercise 4 – match the definitions with the words

Definitions

1. to stop something before it happens
2. to speak and act in a kind way
3. a piece of work that you have to do
4. to find an answer to a problem
5. to believe that someone will do what they say
6. to sit or lie down and relax after work or travel
7. to put information about a hotel booking into a computer
8. to think that someone or something is very good
9. one thing at a time, in the right order
10. a room that is right for someone or something
11. to accept that something is your job or your mistake
12. the time you spend travelling from one place to another
13. to become better at doing something
14. to tell someone what has happened
15. a person who works for a company or another person
16. to not know something or not feel certain about it
17. an answer to a problem
18. to know how to do a job well because you have done it for a long time

Words

A. a solution
B. to improve one’s skills
C. to enter a booking
D. a journey
E. to be unsure
F. to take responsibility for something
G. to solve a problem
H. to be experienced
I. to explain the situation
J. an employee
K. to rest
L. a suitable room
M. to be impressed
N. step by step
O. to prevent something from happening
P. to be polite
Q. to trust somebody
R. a task

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Exercise 3:
1J, 2O, 3H, 4M, 5D, 6N, 7I, 8G, 9E, 10B,
11P, 12L, 13A, 14K, 15Q, 16R, 17C, 18F

___________________________

Exercise 4:
1O, 2P, 3R, 4G, 5Q, 6K, 7C, 8M, 9N, 10L,
11F, 12D, 13B, 14I, 15J, 16E, 17A, 18H

___________________________

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It is not public.

Please tell me:

• Are the texts and exercises OK?
• Are the topics OK?
• Is the level OK?
• Is it too easy or too difficult?
• Is it oo short, too long?
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Thank you! I appreciate your feedback.

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Remember how babies
learn a language:

Babies learn a language by listening.
They use their ears to hear sounds.
Their brain remembers these sounds.
Babies connect sounds with people and things.
They listen to their parents.
Then they copy the sounds they hear. They imitate words.
Slowly, babies learn to speak.

So,
LISTEN, LISTEN, LISTEN, LISTEN………………

SMFrockZ@gmx.at